MYZ2.0 — A complex redesign
Note: This project showcase is part of an ongoing portfolio redesign. I'm continuously refining and updating my case studies to best reflect my experience and skills.
Career Progression
2022: Joined as UX Design Intern
Early 2023: Promoted to Senior Designer, leading the project as a design team-of-one.
Project: Customer Portal Redesign & UX Tracker
Platform: Web
Tools: Figma, Atlassian suite, Prismic, Airtable, Zendesk, Almanac
Project Context
ZOLEO, a global messaging solutions provider, experienced 200%+ user growth between 2020-2022, reaching over 80,000 users worldwide. This rapid expansion exposed limitations in their existing MyZOLEO customer portal, necessitating a comprehensive redesign.
Challenge
Redesign the customer portal to accommodate ZOLEO's explosive growth, simplify complex processes, and lay the groundwork for future feature integration.
Key Responsibilities & Achievements
Led end-to-end redesign: As the sole designer, managed the entire redesign process from concept to implementation.
User-centric approach: Analyzed 10,000+ support tickets to identify pain points and inform design decisions.
Streamlined user flows: Simplified complex processes to enhance user experience and reduce support ticket volume.
Maintained design system: Developed and curated a tokenized design system for consistency across the platform.
Feature development: Conceptualized and designed new features to meet evolving user needs.
Cross-functional collaboration: Worked closely with stakeholders, developers, and support teams to ensure alignment and successful implementation.
Content strategy: Created a Content Map to facilitate smooth product rollout and user adoption.
Impact
Demonstrated the value of user-centered design, leading to rapid career advancement.
Significantly improved user satisfaction and reduced support ticket volume (metrics available upon request).
Established a flexible foundation for future feature integration and product scaling.
ZOLEO's Case Studies
Streamlining Device Management
Q3—Q4 2023
ZOLEO's complex systems make for complex implementation. During UAT's several issues were discovered and one of those involved Device Management. The streamline process involved simplifying the user experience and enhancing communication.
Empowering User Insights with ZOLEO UX Tracker
Q4 2022
It is not the most glamours task but in todays experience-driven economy, understanding user needs is paramount. The product team at ZOLEO recognized this, and embarked on a mission to refine their UX Tracker. I was tasked to refine ZOLEO's massive dataset — over 12,000 user feedback points culled from Zendesk.
By harnessing this wealth of user-provided data, I aimed to create a powerful, filterable UX Tracker that empowers stakeholders to ensure data-driven, user-centric decisions for ZOLEO's future.
Content Mapping for Developer efficiency
Q4 2023—On hold
The development of the redesign outpaced the Design team introducing an unwanted effect, unable to generate prototypes. We therefor chose to use a Content Map. This is a complete breakdown of every design screen with relevant content, code IDs, underlying logic.
Revitalizing the MYZ Dashboard
Q4 2023
The ZOLEO Dashboard is the central hub for users to access essential information about their devices, invoices, and other key features. Prior to my involvement, there was no dedicated dashboard, forcing users to navigate to the settings page. With the redesign, we aimed to provide a clear and concise overview of account information, enhancing user experience and satisfaction.
Key Learnings
Gained invaluable experience in leading complex redesign projects.
Developed skills in balancing user needs with business objectives.
Honed ability to communicate design decisions effectively to diverse stakeholders.
Deepened understanding of the real-world impact of user-centered design principles.